Lehigh phone system to be replaced by Cisco Unified Communications System

Library and Technology Services has launched a project to modernize and improve Lehigh’s communication services, starting with the replacement of the legacy PBX phone system that is nearing the end of its support lifecycle. This fall LTS will begin a transition to Cisco Unified Communications, which provides Voice over Internet Protocol (VoIP) to extend traditional phone and voice mail services, and offers a suite of related tools and features.

During this transition, all faculty and staff will receive new desk phones at no cost to departments. While the user phone installation is expected to be self service, LTS technicians will be readily available to assist with installations. LTS will provide ongoing training and support until the project is completed, expected by April, 2019.

“Our communications landscape is rapidly changing,” said Bruce Taggart, vice provost for library and technology services (LTS). “In the past, we used an array of separate tools to connect and communicate with each other. Now, Unified Communications ties the tools together so people can communicate more conveniently and collaboratively in an increasingly mobile world. We’re excited to bring this technology to campus in the coming months.”

James Monek, director of technology infrastructure and operations for LTS says Lehigh’s current phone system was installed in 2002, just before enterprise VoIP was readily available. “We’re now able to capitalize on advances in technology that allow more flexibility in how people collaborate and communicate,” he says. “For example, users are no longer bound to desk phones and can send and receive calls from computers and smartphones virtually anywhere, can let others know when they’re available in real time, and increase their productivity with enriched team collaboration and video conferencing tools.”

Some features available immediately on users’ phones include call history with redial option and the ability to access voicemail from mobile phones and email. Other tools and features will become available later in the project. Those include:

• Single Number Reach and Mobility, the ability to communicate with colleagues from virtually any location and any device.
• Presence, the ability for individuals to manage their availability and view others’ to make better communications decisions.
• Video conferencing and collaboration tools for remote meetings and group activities.
• A web-based Self Care Portal to easily customize phone settings and behaviors.

LTS plans to migrate users on a building-by-building basis and will begin contacting department heads and managers soon to coordinate the logistics of phone allocation, provisioning and installation.

To help with the transition to Unified Communications, LTS will offer users weekly training sessions and documentation. Videos and FAQs will be available online. Faculty and staff can check for project updates, the migration schedule, and more on the Unified Communications web page.